REBUS

A rebus is a puzzle device which

combines the use of illustrated pictures
with individual letters to depict words
and/or phrases
FALLING ASLEEP
TOP SECRET
TOO FUNNY FOR WORDS
ONCE IN A BLUE MOON
FIRST AID
QUITE RIGHT
SEE FOR YOURSELF
BROKEN PROMISE
FORGIVE AND FORGET
H20 (WATER)
SCRAMBLED EGGS
CROSSROADS
SESSION 3:
CUSTOMER CARE
Module 2: Interpersonal
Communication
ACTIVITY
• As a CUSTOMER, recall/identify the:
• TOP 2 instances when you felt you were TREATED
WELL or FELT GOOD in the place assigned to you
(what did the staff do/said to you)
• TOP 2 instances when you felt you were NOT treated
well or DID NOT FEEL GOOD in the place assigned to
you (what did the staff do/said to you that irritated or
made you angry or frustrated)

Write your answers on the meta strips and post them.

Ask a member of your group to share your experiences.

• Bank • Cellphone shop

• Hospital • Fastfood/restaurant
• Drugstore • Grocery
• Shoes Store • Public Transport
• Salon/parlor/barber • Government Office
shop
Customer care is the
process of looking
after customers to
best ensure their
satisfaction and
delightful
interaction with a
business and its
brand, goods and
services.
WHAT IS THE DIFFERENCE
BETWEEN CUSTOMER SERVICE AND
CUSTOMER CARE?

 Customer service is a method when the

company deals with its clients. ... the
difference between customer care and
customer service is customer care looking
after customers and ensuring their
satisfaction and its good of service. while
customer service the provision of service
to customers before, during and after
purchase.
CUSTOMER SERVIC
• ATTITUDE
• SENSITIVITY
• SINCERITY
• HUMAN
RELATIONS SKILLS
CUSTOMER SERVIC

Customers want more

than just the product
or service that is
offered.
CUSTOMER SERVIC
Four types of service
CUSTOMER SERVIC
FREEZER

Procedural Personal
• slow
• inconsistent
insensitive
• disorganized
cold or
• chaotic
impersonal
• Inconvenient
apathetic
• do not care
about aloof

privacy & uninterested

confidentiality
CUSTOMER SERVIC
FREEZER

Message to customers:

“We don’t
care.”
The Tech4ED End-users

CUSTOMER SERVIC
Factory

Procedural Personal

timely insensitive

efficient apathetic

uniform aloof

customers uninterested
“mind their own
business”
CUSTOMER SERVIC
Factory
Message to customers:
“You are a
number. We
are here to
process you.”
CUSTOMER SERVIC
Friendly Zoo

Procedural Personal
 slow
 inconsistent  friendly
 disorganized  personable
 chaotic  interested
 does not have any  tactful
specific rule/policy on
privacy &
confidentiality
CUSTOMER SERVIC
Friendly Zoo

Message to customers:
“We are trying
hard, but we
don’t really
know what we
are doing.”
CUSTOMER SERVIC
Quality Member

Procedural Personal
• timely
friendly
• efficient
• Uniform personable

• Ensures privacy interested

& confidentiality tactful
CUSTOMER SERVIC
Quality Member

Message to customers:
“We care and we
deliver.”
CUSTOMER SATISFAC
“The result achieved
when product
features respond to
customer needs”
 Giving Exceptional Customer Service
A. Exceptional Customer Service
✓ Anticipates the customer’s needs ✓ Meets and exceeds the customer’s
✓ Tries to understand what the highest expectations
customer is thinking
B. Basic Customer Needs – A customer needs to feel:
1. Welcome 3. Important
2. Understood 4. Comfortable
C. Meeting Basic Customer Needs – To make a customer feel:

Welcome:
 Be friendly  Use a positive tone of voice
 Greet customer  Smile / lighten up
 Introduce yourself

Understood:
 Listen carefully  Repeat or rephrase to
make things clearer

Important:  Ask open-ended

 Refer to customer by name questions to understand
 Show interest in clients need customer’s needs
 Thank customer for coming
Comfortable:
Comfortable:

Use open body language Show concern

D. Customer Perceptions
Perception is how we see, hear or understand a situation. No
two people see a situation exactly the same! A customer does NOT
always think the way you do. S/he may therefore not see a situation
the way you do. Always check to see what the customer is thinking.
Never make assumptions!

E. Meeting & Exceeding Expectations

Make sure you know your customer’s attitudes, beliefs, ideas
& feelings. Try to see things the way your customer does. This will
help you meet & exceed his expectations.

F. Get Feedback on the Service You Provide

Find out from customers how they liked your service and
what can be done to make it better
“IT TAKES MUCH MORE EFFORT TO
WIN A NEW CUSTOMER THAN TO
MAINTAIN A RELATIONSHIP WITH
AN EXISTING ONE.”

- Why do you think good customer service may

be that important for a business?
- What role do you think word of mouth can
play in your business?